Richer service requests with Request Types and Forms

atSpoke’s mission is to help employees get the support they need to do their best work. To do so, we enable employees to atSpoke for help quickly and easily via Slack, email and web. In March, we launched atSpoke to help small teams scale by offloading repetitive questions. Our initial product was a lightweight ticketing system with an integrated knowledge base. From the beginning, we’ve used AI to automatically answer common questions from your knowledge resources.

New features for sophisticated requests

Today, we’re growing the kinds of requests we can help with! Now, atSpoke can help teams with multi-step requests that can’t be neatly resolved with a single answer. To do that, we’re launching Request Types and Forms. 🎉
Request types can be set next to the request, and any forms are displayed next to the request

Forms live right next to the request, making it easier and faster to respond.

Who doesn’t love templates?

To help teams get started, we’ve included forms for the most common use cases, such as:
atSpoke comes pre-loaded with common request type templates, such as Software access for IT, Employee onboarding for HR and New projects for Design

atSpoke uses AI to tell the difference between service requests and knowledge requests, and surfaces the right type and form.

Forms can be sent to users in two ways:
  1. Team members can manually set the request type on a request when triaging.
  2. atSpoke uses AI to intelligently suggest request types and prompt requesters to fill in additional details. We learn over time, based on the request types manually set by team members.
atSpoke will send notifications in Slack when there are forms that need to be filled in Request Types are powerful on their own. They’re a great way of showcasing the common services your team provides, and you can use them as a filter to batch triage requests. Over time, we’ll give you insights into how your team spends time across these different activities.

This is the first step towards simplifying the processes that people have to go through to get help at work. Next up, we’re giving team members new ways to collaborate privately on requests.

Check out TechCrunch’s coverage of our big update!

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